Technical Support & AI Engineer (Full Time, Remote)

**About Frontier** [**Frontier**](https://www.hirefrontier.com/) is a **subsidiary** of [**Fresh Prints**](https://www.freshprints.com/?srsltid=AU7gw4WuRYrDDtrT4HYXATbhWyhQ2ziWiK6oMwg-55Eqwjb1OqRbaouT). Fresh Prints is a New York-based, fast-growing, fully remote, 150-person company with most of our team based in India and the Philippines. A few years ago, Fresh Prints began helping other fast-growing companies build their teams. We got so good at it that we spun out a new company to focus exclusively on that — and called it **Frontier**. We help companies grow cross-functional teams abroad. We hire the smartest people and place them into great companies. If you're interested in a Frontier role and you apply and are accepted, we'll screen you through assessments and interviews and aim to connect you with the right opportunity. **About the client** [Balto](https://www.balto.ai/)’s mission is to power a new era of knowledge work in the contact center, and we're creating awesome technology to do just that. If you're excited by the opportunity to join a dynamic team initiating a technological revolution in Real-Time Guidance, Balto is for you. More than just a company, Balto is a community. A community committed to empowering each of our members. This mission is at the heart of our organization. As a member of our Technical Success team, you’ll act as the voice of the user, drive efficient implementation & product engagement from onboarding to continued adoption, and investigate solutions for complex technical issues. We are looking a Technical Support Engineer to join Balto's Support team. In this role, you will serve as the primary internal escalation point for Support's most complex, multi-part customer issues, owning them from investigation through resolution, and acting as the buffer between Support and Engineering so that only genuinely engineering-level problems consume engineering time. **Key Responsibilities** - Serve as the primary escalation point for the Support team's Technical Success Specialists (TSS) on cases that exceed T1/T2 complexity - Investigate and diagnose complex technical issues: integration failures, connector/softphone problems, platform behavior that doesn't match documentation - Own multi-part enterprise escalations end-to-end: track every open thread, assign next steps, keep the customer and internal stakeholders informed, and close the loop. This is a project-management function as much as a technical one. - Filter and package what actually reaches Engineering: confirm an issue meets escalation criteria (regression signal, multi-org symptom, confirmed defect, etc.) before it consumes engineering time, and make sure what does get escalated arrives with the diagnostic groundwork already done - Troubleshooting complex integration/softphone issues, and act as a technical consultant on networking, firewall, and connectivity questions - Help maintain the technical documentation and runbooks that let the tier 1/tier 2 support team resolve more on its own over time - Partner directly with Engineering (including the existing tier-2 escalation path) and Implementation Managers as a peer, not just a hand-off **Requirements** - 2-3 years in a technical support, support engineering, or technical escalation role - Knowledge areas: - networking, firewalls, and VPNs; - softphone or CCaaS integrations; - log/observability tooling (Datadog or equivalent); - basic code literacy (Python, JSON, HTML/CSS/JS) to understand integration behavior; - Salesforce Service Console or equivalent case-management tooling - Demonstrated ownership of ambiguous, multi-stakeholder problems through to resolution - Strong project-management ownership: experience holding multiple open threads, knowing when to escalate vs. keep driving - Support case triage: experience owning problems within support’s wheelhouse, but determining when it needs additional resources - Demonstrated experience using different AI tools and a general understanding of prompting - An exceptional written and verbal communicator, with experience communicating complex technical issues to both technical and non-technical audiences - A critical thinker with the capacity to understand a complex technical problem - Self-motivated, detail-attentive, and able to continuously learn **Preferred Qualifications** - Prior experience in a tier-2/tier-3 support or technical escalation role, ideally in a SaaS or contact-center technology environment - Familiarity with CCaaS platforms **Performance Milestones** **30 Days** - Fully ramped on the support queue and escalation triage workflows. - Key technical systems (Datadog, Salesforce Service Console, CCaaS) and internal runbooks mastered. - Active shadowing of enterprise escalations completed, with participation in live customer troubleshooting calls. **60 Days** - Independently diagnose and route new escalations against defined criteria without prompting. - Own multi-part enterprise escalations end-to-end, coordinating smoothly across Engineering and Implementation. - Actively utilize AI tooling to accelerate issue diagnosis and documentation write-ups. **90 Days** - Full fluency on Engineering and Implementation escalation boundaries and cross-functional relationships. - Serve as the primary trusted owner for complex, multi-stakeholder escalations through to final resolution. - Establish and adopt AI-assisted workflows that measurably improve operational speed and efficiency. **Job Details:** - Competitive Annual Salary - Shift: Monday–Friday, 8:00 AM – 5:00 PM EST. - Health Benefits, Equipment, and Paid Leaves - Type: Full-time REMOTE role.